An analysis of beef supply chains revealed that a strategic focus on beef quality was critical to that part of the chain involving producers. Moreover, beef quality was directly related to customer relationship management. Across the industry, there are a diverse set of customers each with different needs. This means that it is difficult for individual producers to develop a successful approach...

Business researchers have recently become interested in how an individual’s share ownership in a publicly-listed company may affect his/her repeat patronage towards the company’s products and services. The purpose of this article is to investigate the influence of share ownership on repeat patronage, in conjunction with the influence of customer satisfaction. Survey data of a large sample of cu...

A fundamental proposition in marketing strategy is that a market orientation is positively related to firm performance. However, the mechanisms of this relationship have yet to be explored in detail, especially in service industries where intangible assets are relatively more important. This paper addresses this issue by proposing a model that identifies important intermediate variables between...

Online customer relationship management (e-CRM) has gained tremendous popularity in the business world recently. This paper presents a framework for classifying entities in the healthcare field. It also describes planned work related to the investigation of critical success factors for some of the entity types.

For many large scale companies, especially those operating in future deregulation markets, Customer Relationship Management (CRM) is becoming an increasingly important business success factor. After a short introduction to issues in Customer Relationship Management, this paper highlights facets and experiences from a CRM project, describes our view of the role of Data Warehousing for CRM purpos...

T paper shows that corporate social responsibility (CSR) and firm value are positively related for firms with high customer awareness, as proxied by advertising expenditures. For firms with low customer awareness, the relation is either negative or insignificant. In addition, we find that the effect of awareness on the CSR–value relation is reversed for firms with a poor prior reputation as cor...

It is becoming increasingly apparent from the literature that marketers need to consider customer-level information when they generate a marketing strategy for the firm. In this article, the authors develop a customerfocused framework that uses a marketing strategy with an overall objective of maximized financial performance. This strategy is driven by seven customer-level marketing tactics and...

This paper presents a project management model for customer relationship management projects for the financial service industry. Key findings from a survey of both financial institutes and software vendors are then presented. It is suggested that a good communication management can increase the success rate of CRM projects. The other important areas are scope management, quality management, tim...